paper -
27 Automating Residence Hall Internet Signups
John
Miller, University of Northern Iowa
Tom Peterson, University of Northern Iowa
As colleges and universities are moving into the realm
of providing Internet connections to the residence dormitories (Resnet), the
local help desk is becoming the point of registration or problem
resolution. What the University of
Northern Iowa (UNI) was faced with is an avalanche of 3000-4500 possible
contacts for Resnet account setups in a very short time frame at the beginning
of fall term. The problem was how best
to automate this sign up activity while providing the customer timely and
reliable service. Additionally, how
best to provide the staff and students (and, if necessary, parents) with some
type of reporting devices that would be accessible to all that need the
information.
UNI has used a combination of web-based applications,
email, and reporting software to achieve this.
The web-based applications automate submittal of a request via email to
initiate entry into our HEAT call tracking central database. The HEAT system subsequently provides
reports that are generated giving both the current status of the request and
where it lies in the work queue.
Additional steps are taken in order to ensure the individual request is
serviced in a timely manner. Monitoring
software with predefined filters is applied to the applications and
notifications are automatically delivered to the appropriate managers when
applications fall behind the predetermined time intervals. Additionally, as applications are completed,
distributed support personnel are able to close out the work requests by using
a webpage application.
The audience of this paper is intended to be support personnel having university provided Residence Hall Internet access and where the central Help Desk is positioned as the hub for all computer related activity. Also, for institutions that are working with limited finance and human resources.